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'Artificial Impact': Only 12% of CRM Users Actually Use an AI-Based Tool; Research finds that three out of four CRM users want more out of AI and are willing to switch to get it

Nov 19, 2019 - PR Newswire

PR Newswire

 Freshworks Inc., the customer engagement software company, announced research today that reveals broad dissatisfaction with the latest artificial intelligence (AI) and machine learning (ML) available in today's CRM solutions. The commissioned research, conducted by Dynata, found that only 12% of CRM users actually use a specific AI-based tool, and only 11% say AI in their CRM allows them to focus on high-value customers. Still, three-fourths (75%) of CRM users are looking for...